"I have monthly orders and asked if they could bag some small loose items in the order so they wouldn't be all over the box. They told me no. I called twice to change an address on an order I just placed and they never did it."

"How could anyone give Chewy less than a 5 star review? We've been customers for 7+ years and LOVE this company. We've ordered dozens, if not hundreds, of items from them. They have real customer service- like, an actual person picks up when you call and deals with your ask right away, with clear communication. Or same over chat. If there is an issue with an order or you don't like a product, they will often just refund it entirely and ask you to donate the item rather than shipping it back. That's happened 3x to us. How amazing is that? I don't know how they stay in business being so generous to their customers but we are lifelong customers as a result.

They almost always have the products we're looking for at prices as good or often better than the local stores. However, we also shop/ support our local pet stores as we like to support them, so try to balance both.

Highly recommend Chewy to any pet owner. (I have zero affiliation with the company, just a happy customer)"

"No military discounts. Customer service is crap. The lady I spoke with said to send her the coupon, which I did. Then after all that work of digging for a coupon she said I have to mail it. I don’t have a printer, a stamp, an envelope, or a car to get to the post office. Good customer service does not exist here at this company."

"Hard to change and or cancel"

"Do not recommend as a pet pharmacy. Blames vet facilities when they mess anything up, causing clients to angrily call us. Tells clients vet facilities 'just want their money' when we decline for overdue bloodwork or exam. EXTREMELY poor ally of vets and veterinary workers, who are already in a high-stress (and high-suicide) field of work. As the veterinary pharmacist of a large 24/7 emergency facility, of all the pharmacies I deal with, Chewy is the absolute worst. Will ship product to wrong address; ships expired products; ships wrong dose of products; blames veterinary facility for everything and anything when all we do is approve or decline based on our records and requirements. Chewy seems to have their phone reps trained to immediately blame the veterinary facility. Have had reps try to use my personal account to ship/approve things when they could not find the client I called about "because its easier." Shady practices. Would recommend use of 1800PetMeds, VetsFirstChoice, Allivet, or literally any other pharmacy, as I rarely ever have these issues elsewhere."

"I was ordering all pet supplies on Autoship $200 +/mo. They were shipping all in one box which weighed at least 100 lbs. I asked repeatedly to please ship in two boxes as I could not lift 100 lbs. Did it once, then went back to 1 box. Got tired of calling over and over, so I just empty the box on the porch...real fun in the rain and winter. Also, constantly out of stock on basics, "autoship savings" deal is minuscule, and delivery went from 2 days to whenever. Last straw was when their pharmacist refused to fill a prescription written and confirmed correct by my veterinarian for my ailing / in pain 11 y/o dog, taking over a week without notifying me of any issue, so I called, was told it would ship next day, only to call again and find the pharmacist has decided he knows more than my vet of 35 years experience. His "judgement call" has left my dog suffering, significantly rolled back her progress /well being, and will have to restart this treatment from the beginning (more bucks for me). When I asked his reasoning between the drug my vet prescribed and the one he would fill (which are exactly the same active ingredient) his only reason was one had a preservative and the other not...except the other he was willing to fill costs almost double. The script was written so that the drug would be used before any expiration date would occur. It was complete nonsense. It was pretty clear Chewy cared more about profit than my dog. I canceled all services and went to competitor Pet Flow...same autoship service with a full $10 discount every order, same products but less expensive, same delivery window. Wasn't a tough choice at this point."

"I ordered a product on June 15, on the next day- June 16 I attempted to cancel the order due to a change from the vets recommendation. Chewy did not refund because the product was "in transit". The product is NOT in our possession but policy is that once it is in transit, it purchased with not option to return- We will NEVER use Chewy again. "

"I am extremely disappointed in the time it took for me to receive a vital prescription for my dog, Cloe. I placed an order on May 31 and I was due to receive it June 12. It finally came the next day. And that is only because I called to find out why it hadn't shipped yet. That's 13 days, not 1-3 days for meds as it states on their website. They held up my order of Enalapril, a vital medication my dog needs for her high blood pressure and Glaucoma, because of another order for another dog that is non-vital. I suppose they were trying to save shipping costs. As a result, I completely ran out of the medication waiting for my delivery. This medication is essential for for my dog's survival. I called twice and have written them three times. I got responses such as sorry for the confusion, I understand your concerns, and thank you for your feedback.

I have used Chewy for years. I can get dog treats in 48 hours, but forget getting medications.

I have removed all of my dog's future medication orders since I have lost all confidence in Chewy's ability to deliver them in a timely manner. I have switched to a more reliable source."

"The medication I ordered got lost in transit I called several times to inquire about it's whereabouts. Weeks later my home supply for my dog's medication is about to run out and still the medication had not arrived. The rep at Chewy's then said go to Walmart, send us the receipt we will pay you back. Uploaded the receipt and the rep then says we were never going to reimburse you. For your trouble here is a 10% credit to apply on your next shipment. A few weeks later my dog died for unrelated reasons. I cancelled the autoship. Or so I thought because 6 months later the medication arrives and they have charged me for it ($120). They would not take it back for refund even with an unopened package. To add insult to injury they hadn't even applied the 10% credit. Again the autoship cancellation failed to "take", this time I was expecting it so I called and had a rep do it for me.
There are plenty of better pet pharmacies out there, don't trust your furbaby and your wallet to this one."

"prompt,courteous, helpful staffs! "

"I've had really great service from Chewy. I've read a few of the 1 star reviews and quite frankly came to the conclusion that most of them will never be satisfied with anything. I love not having to pick up dog food from the store. Most times the store has been out of my brand. If by chance Chewy ever were out of my brand, then I would simply go to the store 1 time. I would be back with Chewy for the very next order, as I one the convenience!"

"Every time I contact Chewy.com, they have gone above and beyond. Gave some feedback on packing shipments recently, due to some crunched cookies, and they sent me a complete replacement of ALL the small items in the box. I didn’t ask for anything. This service has exceeded Nordstroms customer care. "

"I had to cancel my order of insulin for my elderly diabetic cat Phoebe because she was being put down that same day it was to be delivered. Not only did chewy cancel the order and refund with no questions, Denise M & Chelsey L went above and beyond.

Denise not only issued the refund but also wrote me the most heartfelt condolence letter about the loss of Phoebe and what she imagined I had done for Phoebe throughout her 15 years and our experiences together. I don’t know if she realizes how touching and special that was, particularly coming from what is essentially an app. Something like that is absolutely unheard of from any other big company.

I wrote to tell her thank you, and expressed my surprise in the type of response I got, and her colleague Chelsea responded with further condolences and reiterated that they’re there to help if I needed anything during the tough time.

Then today I received a beautiful white orchid at my door with a letter from Denise from Chewy. I don’t know if this is a company policy or something that Denise just decided to do, but it speaks volumes as to the type of people and atmosphere fostered at chewy. Words can’t express how much that meant to me. You have a customer for life.

Thank you."

"My two dogs take apoquel, at a combined cost of $150+ every month by autoship. About a year ago, I caught Chewy lying about getting approval from the vet. When I called them on it, they admitted their error and gave me a credit. Now they've done it again. My vet sent me a copy of the email approval they sent last week. Maybe they have new customer service policies or management, but now they insist that they didn't get approval until today (when I told them I will hold while they call the vet). And when I asked them to overnight the meds (for my extremely itchy dogs), they say the best they can do is 1-2 day shipping. UNBELIEVABLE AND UNACCEPTABLE."

"Chewy used to be good but not any longer. Between late, damaged deliveries, canceled orders, wrong product, and inconsistent customer service reps this place has really deteriorated.

Yes, they are quick to offer replacements and refunds! Yes, they do send SOME of their customers birthday cards or sympathy cards and flowers, but none of those things fix the problems and if they are going to send gifts they need to do it for all their customers not just some of them.

They are convenient but when you have to jump through hoops just to get what you pay for it just isn't worth it."